Moodi is one of Australasia’s largest and fastest-growing wellness brands.
We create mental wellness supplements that pair science-backed ingredients with delicious flavours to support gut health, stress, sleep, and more.
Since launching in 2022, we’ve become a large e-commerce business with 300% YoY growth and hundreds of thousands of online customers.
We are also stocked in 500+ supermarkets and are the #1 functional drink in New Zealand retail.
As Customer Experience (CX) Manager, you’ll own and lead Moodi’s end-to-end customer experience as we scale across products, channels and markets.
What you’ll do
Customer Experience Management
- Define and deliver the CX strategy to achieve Objectives and Key Results.
- Advocate the customer in other functions and ensure customers' needs inform business decisions.
- Partner across functions and with external partners to execute initiatives, seize opportunities and solve problems.
Data and Reporting
Define and track key CX metrics that drive exceptional customer and commercial outcomes.Build and maintain dashboards, reports, and documentation for visibility and accountability.Use data insights to drive continuous improvement.CX Systems & Automation
Develop scalable CX processes, systems, SOPs, and documentation.Lead the procurement, setup, optimisation, and management of CX tools (e.g. Gorgias).Identify and implement new tools and partners to support growth and scale.Embed AI automations to streamline workflows and improve accuracy and experience.Champion technology adoption to deliver better outcomes for customers and the business.Manage 3PL and shipping partners to ensure timely, accurate, cost-efficient delivery.Oversee retail order management, fulfilment, and logistics.Audit and optimise freight costs, service quality, and delivery performance.Customer Communication
Act as senior escalation point for customer, shipping, or warehousing issues.Support the team in resolving queries across all channels with empathy and clarity.Ensure brand tone and consistency across all customer touchpoints.Identify opportunities to drive advocacy, testimonials, and community engagement.Align the team on priorities, processes, and communication.Lead, coach, and develop a high-performing CX team.Set clear standards, operating rhythms, and development plans for each team member.Oversee recruitment, onboarding, and capability building for the CX function.What you’ll need
Proven experience leading CX strategy and operations in a fast-growing businessStrong project management, prioritisation, and problem-solving skillsAbility to design and build scalable systems, processes, and automations in a fast-moving environmentConfidence working with data to inform decisions and drive improvementsExcellent relationship building skills across teams and external partnersA proactive, hands‑on approach – comfortable operating at both strategy and execution levelsCuriosity for technology and AI tools that enhance customer experienceDeep alignment with Moodi’s mission, vision, and valuesLocation
Auckland based. Hybrid role – remote and in‑person in our Auckland office.
What you’ll get
Competitive compensation and performance-based incentivesBroad exposure to operations in a high-growth, purpose-driven consumer brandA fast‑paced, supportive environment focused on learning and growthApplication instructions
If you’re interested, please apply via LinkedIn. We will be shortlisting and interviewing applicants on a rolling basis. Please include a paragraph on your CV outlining why you’re a good fit for this role.
We believe diversity of perspectives and experiences makes us stronger.
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